EXCHANGES AND RETURNS
To request a return or check the current status of an existing request, click here:
Request, deadlines and conditions
You have 14 calendar days from receipt of your order to request an exchange or a return.
During certain special periods, such as Christmas or Black Friday, MONPIEL may extend this deadline. When this is the case, customers will be informed and the special conditions will be shown on our website.
Go to our exchanges and returns portal and enter your order number and the email address you used to make the purchase, or your postcode.
Select the items you want to exchange or return, state the reason and choose from the available options. When you finish, you will receive instructions by email to continue the process.
You can find it in your purchase confirmation email. If you can’t find it, write to us at [email protected] with the name and email address used for the purchase.
If you have not yet handed the package over to the carrier, please contact our Customer Service team at [email protected] so that we can review your request.
If the package has already been sent, it will not be possible to modify or cancel the request.
Yes. In the portal you can select the items from the order that you want to exchange or return.
No. Returns of products from different orders must always be sent in separate packages, as each return is linked to a specific request and label.
To avoid errors or delays in your refund, prepare each order separately, following the instructions received by email.
If, for any reason, you need to send items from two orders in the same package, write to us at [email protected] before sending it, stating both order numbers. Our team will tell you how to proceed so that we can correctly identify all the items and handle the returns without any problems.
Leather is a natural material. It may therefore show small marks, wrinkles, pores, variations in shade or differences in texture. These characteristics are part of the nature of leather and make each piece unique, so they are not considered a defect.
If you think your item has an issue other than these natural characteristics, select “Defective product” in the portal and attach photos so that our team can assess it.
Exchanges and returns are not accepted for:
- Personalised products or products made to the customer’s specifications.
- Items that have been used, damaged or tampered with.
- Products that do not keep their original labels, packaging or accessories.
- Gift cards.
Products in the Special Prices, Outlet or Mega Outlet categories cannot be returned for the amount paid. If you want to return any of these items, we will send you a voucher to spend on our website.
No. Personalised products or products made to the customer’s specifications cannot be exchanged or returned.
Do not make an ordinary return. Go to the portal, select the relevant reason and attach photos that clearly show the issue.
Please also include a brief explanation. Our team will review the case and tell you how to proceed. If you need help, you can write to [email protected].
Exchanges
Yes, as long as the size or colour you want is available at that time. When you submit your request, the portal will show you only the options that are in stock.
No. Exchanges can only be made for another size or colour of the same item. If you prefer a different model, you will need to request a return for the item and place a new order.
If an option does not appear as available in the portal, it means it is out of stock at that moment and therefore cannot be selected for the exchange. In that case, you can choose another available option or process a return for the item. If you would like to know whether we will restock your favourite item, please contact our Customer Service team, who will reply as soon as possible.
Once your request has been processed, you will receive the instructions and the corresponding tracking information.
The time may vary depending on the delivery location, the availability of the new item and the volume of orders. During promotional or sales periods, processing may take a few additional days.
The first exchange in Europe is free and handled by MONPIEL, except during sales or offer periods, with promotional codes or for products in the Special Prices, Outlet or Clearance categories, where exchanges cost €16.90.
A second shipment, whether for another exchange or a subsequent return, costs €16.90 (€19.90 in the periods and for the products mentioned above).
Returns
Go to our exchanges and returns portal and enter your order number and the email address used when making the purchase, or your postcode.
Select the items you want to return, state the reason and choose the available return method. When you complete the request, you will receive all the instructions by email.
In Europe, returns handled by MONPIEL are free, except during sales or offer periods, with promotional codes or for orders that include Special Prices, Outlet or Clearance products. In these cases, €16.90 will be deducted from the refund to cover the handling and shipping of the return.
You can also arrange and pay for the shipping yourself. In that case, MONPIEL will refund in full the amount of the accepted items.
Yes, you can select in the portal the specific items you want to return.
If the purchase was linked to a joint promotion, such as 2-for-1, 3-for-2 or an additional free or discounted product, all the items included in that promotion must be returned.
Preparation and shipping
Put the item back in its original packaging, with all its labels, protective materials and accessories. Use a sturdy outer packaging that protects both the product and its box during transport.
Include the invoice or the documentation indicated in the return instructions.
The item must be returned:
- Unused and in perfect condition.
- With its original labels, protective materials and accessories.
- In its original packaging.
- Properly protected to avoid damage during transport.
- With the invoice or documentation indicated during the request.
MONPIEL may reject a return if the product shows signs of use, tampering, stains, odours, defects or damage that did not exist at the time of delivery.
After completing the request by selecting “Drop-off point”, you will receive an email from the carrier assigned to your return (SEUR or UPS) with the information you need to find the nearest drop-off point.
- SEUR: you will receive a QR code. When you go to the drop-off point, show it so that they can register and process the shipment of your package.
- UPS: you will receive a return label that you must print and stick on the outside of the package before taking it to the drop-off point.
It depends on the carrier:
- SEUR: if you can, print the return label you will receive by email and stick it on the outside of the package. If you can’t print it, write the identifier provided by SEUR clearly on the packaging.
- UPS: yes. You must print the return label you will receive by email and stick it on the outside of the package.
After completing the request, you will receive an email from SEUR or UPS with the label, the identifier code (a QR code in the case of SEUR) and the information to find the nearest drop-off points.
Go to the exchanges and returns customer panel and enter your order number and the email address you used to make the purchase, here.
You will be able to see the current status of your request. In addition, we will keep you informed by email of the status and of the next steps to follow.
Refunds and issues
Once the package has been received, MONPIEL will check that the items meet the return conditions.
The refund will be processed within a maximum of 14 working days from receipt of the package at our warehouses. After that, your bank may need a few additional days to show the amount.
The refund will be made using the same payment method used for the purchase, unless the conditions of the product or the promotion provide for the issue of a voucher.
If the purchase was part of a joint promotion, such as 2-for-1, 3-for-2 or an offer with an additional free or discounted product, all the items linked to the promotion must be returned.
If the full set is not returned, the refund may be recalculated taking into account the price of the products you have kept.
Delivery to the carrier does not mean that the package has already been checked at our warehouse. Once it has been received, we need to check the condition and contents of the return.
If more than 14 working days have passed since delivery to our premises, write to us stating your order number and tracking number.